The Communication Engine
is easy to implement and easy to use, and a soft-phone for mobile phones Hosted SwyxWare (HSW) is an award
winning, off-the-shelf,
‘next-generation’ variant of the SwyxWare portfolio. It has all the feature-richness, flexibility and ease of use that thousands of enterprise customers already currently benefit from in a Customer Premises Equipment (CPE) environment. As a service provider, you can now run the Hosted SwyxWare (HSW) application on 'Virtual-PBXs' (V-PBXs) to provide customised IP-PBX services to meet the needs of your business customers. And your customers can choose from an extensive range of telephones/ audio devices, including IP desk-phones, DECT desk-phones, SIP desk-phones, USB headsets and handsets, an innovative PC-based soft-phone that
Hosted SwyxWare – Architectural and Operating Framework Overview
Technical Fact Sheet
Hosted SwyxWareKey Features & Benefits of Hosted SwyxWare
n
n
n
Software license based system enabling simple delivery and upgrade mechanisms for you and your customers Self provisioning for end users (within their own dedicated Virtual-PBX), controlled by the service provider
Runs on a Windows 2003 64bit PC server platform as a Microsoft Windows Hosted Application Solution in a data centre environment
Hosted SwyxWare - Key Architectural Features
n
n n n
Fully scalable, distributed servers host the HSW V-PBXs and provide call transfer to the outside world
Simple, entry-level server options for new market players Centralised data base server for all V-PBXs
Call transfer to PSTN via ISDN, a Soft-Switch or to SIP Service Providers
solutions, or they may already receive hosted email services and other hosted application services from you. You may also offer call termination via a Hosted SwyxWare ISDN gateway at customer sites, or route your customer’s phone traffic to your own/3rd party soft-switch or to one/more ITSPs through HSW’s SIP trunking.
You may even choose to implement Hosted SwyxWare as a ‘White Label Service’ which can be branded and offered to end user customers As the 'Hoster', you can run Hosted
SwyxWare in your data centre to provide reliable 24/7 operations and services. The hosted service is accessed by your business customers through routers and IP lines with suitable bandwidth to ensure relevant service levels. A DSL connection is the typical minimum requirement.
Hosted SwyxWare has the flexibility to work in multiple business models. Your customers may be running other business applications as CPE
Hosted SwyxWare Operating Framework
through Resellers and/or System Integrators. Administration
capabilities within HSW allow for this option.
A Hosted SwyxWare installation operates as a multi-tenant solution providing each of your customers with a separate Virtual PBX (V-PBX). This V-PBX capability can scale to many 'Hosting Customers' sharing the same HSW system with the possibility for several thousand individual users in total.
that extends PBX features to mobile employees.
3. HSW Database Server:
Hosts all HSW Server databases for each of the V-PBXs and stores the call activity and reporting
information, the internal Call Detail Records (CDR), customer specific settings e.g. speed dials, customer selected ring tones and WAV files, The following section details the key
servers that are required within your network to support your Hosted IP PBX service based on Hosted SwyxWare (HSW). Although it is possible to consolidate some server functions for a smaller scale solution, separate servers are recommended for full scalability.
This is the physical server that runs multiple appearances of V-PBXs. Your HSW installation may have many instances of physical Front End Servers, each with many V-PBXs.
Runs all voice channel control between your customers' sites and your HSW data centre and your gateways or other PSTN access systems. In large HSW installations multiple Back End Servers can be implemented for load sharing. Transfers calls from the different HSW Servers to the outside world.
1. HSW Front End Server:
2. HSW Back End Server:
Hosted SwyxWare Servers
As with 'Customer-based' administration, these central administration functions are totally accessible (locally and remote) using the existing Microsoft Management Console (MMC) tool that is freely available for every desktop PC. To provide an additional level of administration, HSW also offers browser-based web access to Customer Administrators for user-based administration functions (excluding administration relating to fax and calling scripts). Any web browser will give the administrator the access to all user and group based functions. Therefore a small company with a few users and simple set-up requirements would typically not need to install MMC or understand To minimise the initial configuration
effort and recurring administration tasks, HSW offers 'bulk
administration' features which allow the administration of multiple users associated with one V-PBX in a single step. In addition, HSW provides other tools to import user data from an Active Directory or a LDAP directory into the HSW database.
HSW operates on the principle that the majority of user-specific administration work will be done through 'Self-Administration' by the customer but certain functions such as trunk definition, trunk maintenance, routing table creation, user
class/profile definition etc. will be handled by your trained operators and administrators.
Hosted SwyxWare Administration and Browser-Based Management
how MMC works.
To ensure levels of security are maintained, Hosted SwyxWare provides for multiple administration levels for your organisation and your customer’s organisation. And you can allocate the level of customer administration so that they have the level of control that suits your business practices.
global and personal phone books, and more.
A windows server in 'cold standby' to be used for replacement of any Front End Server or Back End Server in case of hardware failure.
Data Sheet
Hosted SwyxWare Reporting Service for Generation of Bills The licensing and usage information
of a HSW installation will be detailed in two reports automatically
generated by HSW and provided to you via email on a scheduled monthly basis.
The 'Service Usage Report' gives you a comprehensive report of your customer's usage of your Hosting Services. For each of your customers (i.e. each V-PBX) the report will show you how many days and how many users have been registered to your Hosting Service or Services during the last monthly reporting period. The report is available in human and machine readable formats so that it can easily be used for automated data transfer into your billing or ERP
1. Service Report
system. 'Measurements' providing the reported service data are taken on a daily basis. The report as created by HSW will be digitally signed and therefore protected against unauthorised modification.
The second report generated by HSW on a monthly basis is the 'Swyx Royalty Report'. Based on the same measurement intervals as the Service Usage Report, HSW
generates a report of the licenses in use during this period.
Consolidated over all of your customers and your offered hosted PBX services this report will summarise to Swyx which 'Service Access Licenses' (SAL) have been in use in your HSW installation during the reporting period.
2. Royalty Report
Like the Service Report this report is available in human and machine readable formats and electronically signed to be protected against unauthorised modifications. But, unlike the Service Report, the Royalty Report (also provided to Swyx) does not disclose any of your customer's data and shows only accumulated numbers. Based on this report Swyx will use the Royalty Report to send you a Royalty bill each month according to the Royalty price list as defined by the 'Service Provider License
Agreement' (SPLA) between you and Swyx.
Hosted SwyxWare
Technical Fact Sheet
Hosted SwyxWare User and Virtual-PBX Licenses User based functions and options:
n n n n n n n n n
HSW Basic User License HSW System Phones Usage HSW SwyxCTI: for SwyxPhones (IP)
HSW SwyxMobile: PBX features for Mobile Devices HSW SwyxVoicemail
HSW SwyxFax: PC Fax / Fax to Desktop HSW SwyxECR: Script-Based Call Routing HSW SwyxRecord: Ad Hoc Call Recording HSW SwyxMonitor: Call Monitoring/Intrusion
Virtual-PBX based options:
n n n
HSW Conference Room / Conference Server HSW Voice Channel
HSW Fax Channel
Hoster Administration Roles: Customer Administration Roles:
n n n
HSW Back Office Administrators HSW Reseller Administrators
HSW Master Administrators n
n n n
Customer User Operators Customer Call Status Operators Customer Phonebook Operators Customer Administrators
Summary of User and Virtual-PBX Options
1. Basic User License
Features: n n n n n
2. Usage of Swyx System Phones
– provides high-performance phone functions including call handling, call connection, call authorisation, all call switching processes, ad hoc conferencing for 3 or more parties, rules-based call routing, and the management of group calls. Also includes support for Swyx and 3rd party SIP phones and the SwyxIt! soft-phone that integrates the phone with the PC world, providing critical telephony functions such as dial, redial, call forwarding, transfer, hold and conference as well as online company and personal phone books in an innovative and easy to use graphical interface. Integration with Microsoft Outlook provides each SwyxIt! user with a contact data 'pop-up' on incoming calls as well as the ability to 'dial from contacts'.
– Swyx offers its own SwyxPhone desktop IP phone family (L4xx and L5xx series models) as an
alternative to standards compliant SIP phones that typically have limited functionality. These System Phones require no manual
Support for a wide range of audio devices: IP telephones, H.323 telephones, DECT handsets, SIP telephones, USB handsets, USB headsets, SIP soft-phones
Extensive range of PBX features including: call back on busy / no answer (internal calls), call swap, call waiting indication, speed dials, hunt groups, etc. One click Application Sharing (except where client is Microsoft® Vista®)
Integration with Microsoft® Outlook®
Innovative, easy to use and feature-rich soft-phone that offers many functions that enhance the user experience Note: Voice Channel licenses are required to enable incoming and outgoing calls to pass via PSTN, SIP trunking, or another V-PBX, etc.
configuration at the desktop – they will automatically configure when plugged into a LAN port.
Note: To run these SwyxPhones within a HSW environment this license is required per SwyxPhone connected to a V-PBX, and a VPN connection is required between the customer's site and the HSW data centre.
– integrates the SwyxIt! soft-phone with the L4xx or L5xx series Swyx System Phones so that users can choose to take full advantage of easy to use PC-based telephony or the familiar functionality of a desk phone, or a combination of both when dialling, re-dialling, holding and forwarding calls, conferencing, accessing voicemail, etc. Features: n n n n n n n n
3. CTI for SwyxPhones
Features: n n n
n
A range of models with varying numbers of function keys with LEDs, keys for volume settings, and much more
Password protection
Supports powerful telephony functions, call swap, call pick-up, redirection and many more Visual indication of voicemail Hands free listening
Hands free speaking (select models)
Self labelling keys (select models)
Headset connection (most models)
Integrates PC and telephone functionality
Can be used for both incoming and outgoing calls
Gives users the choice of a graphical user interface for PC telephony as well as a familiar looking telephone
Can be implemented by
businesses with thin clients as well as standard PCs/laptops
One Number Reachability (via extension dialling)
Same user rights/restrictions as for user’s office phone
Call twinning (simultaneous ringing of desk phone and mobile phone)
Call Hold, Call Transfer, Consultancy Call, Call Swap Easy to set call forwardings (unconditional, busy, no reply) Remote Inquiry of Voicemail Ad hoc conferencing and call recording
Presence information is provided to other SwyxIt! users Integration into phone's 'native' Contacts, Speed-Dials and Call logs
Configurable settings for calls
4. PBX features for mobile phones
Features: n n n n n n n n n n – enables the mobile phone to operate as an internal extension of the enterprise IP-PBX. Allows mobile users to access many key features and capabilities of their office telephone system, while needing only a single handset. Users can be contacted via a single number that is independent of the network connection.
Although SwyxMobile provides greatest ease of use when a SwyxIt! Mobile client is installed onto devices running Symbian or Windows Mobile operating systems, SwyxMobile functionality is still accessible via simple key strokes with nearly every mobile device even without a SwyxIt! Mobile client.
Data Sheet
Summary of User and Virtual-PBX Options within SwyxIt! Mobile client e.g. country code, area code, etc. Signalling via DTMF and SIP
Voicemail access is protected via individual PIN codes
Voicemails can be securely accessed via any telephone or via the SwyxIt! client
If a phone is not available voicemails can be listened to via a PC with a sound card
Voicemails can be sent to email applications such as Microsoft Outlook and Lotus Notes where they can be accessed and played as wav files and can also be forwarded as easily as emails
Each user can be assigned a
n 5. Voicemail Features: n n n n
6. PC Fax / Fax to Desktop
Features: n
– a highly featured voicemail environment that can easily be customised by each individual user whether in the office or remote. Users can access their voicemails via a telephone or via the SwyxIt! soft-phone. Voicemail is always saved in the email system without separate storage or synchronisation needs and can be forwarded or copied like any other email.
– gives each user a personal desktop fax capability with a direct extension number, enabling them to receive faxes through their Microsoft Outlook Inbox and to send faxes from their PC/laptop so that fax communication becomes an integral part of their desktop applications.
separate fax extension number associated with the user’s mailbox
Incoming faxes sent to an un-assigned number can be delivered to a nominated location such as the system administrator’s inbox
Automatic printing of incoming faxes to any local or network printer
Easy electronic forwarding of received faxes to other SwyxFax users or fax machines
Quick preview of received fax messages
Graphical representation of call flows
Actions: loop, follow me, message, record message, generate email, voicemail, receive DTMF signals, remote inquiry, access IMAP4 mail server
Look-up and retrieval from customer’s own database records
Decision-dependent actions (Caller ID, Called Extension,
n
n
n
n
7. Script-Based Call Routing
Features: n n n n – allows the creation of call routing scripts via a graphical tool enabling users to set up sophisticated call handling sequences for incoming calls. With IVR scripting, hunt groups, database access and more, the tool allows users to clearly visualise call handling scenarios in the form of a flow-chart. It is a perfect instrument for your customers to define their own in-house call centre with typical call distribution and call queuing options, including access to the customers' own data bases.
Time/Date/Day, Outlook/Notes Calendar, etc)
User definable enhancements through COM objects or procedures in Visual Basic Script Interactive Voice Response (IVR) via DTMF
Time and date-dependent actions
Variables: length of call, number, name, date, time, weekday, extension dialled, identification number (PIN)
Users can record all or parts of a call via SwyxIt! (in non-CTI mode)
Users can have the recordings listed with date and time stamps and can choose which ones to listen to
Recordings can be exported to enable other employees to learn from the more experienced call handler
n
n n n
8. Ad Hoc Call Recording
Features: n n n 9. Call Monitoring/Intrusion – each user has the ability to record
conversations on an ad hoc basis directly from their SwyxIt! soft-phone, through a simple button click.
– to protect the business and support customers, managers/supervisors can silently monitor employee’s/ agent’s calls and can 'whisper' advice or guidance to the
employee/agent without the other party on the call being aware of what the supervisor/manager says. The supervisor /manager can also join the call and fully participate in the conversation.
Note: This option is required for each user/agent to be monitored.
Summary of User and Virtual-PBX Options
Features: n
n
n
10. Conference Room / Conference Server Features: n n n 11. Voice Channel
Supervisors can silently listen to an agent’s call with no disruption to the conversation between agent and customer/prospect Supervisors can ‘whisper’ information or advice to an agent without the other party hearing the whispered conversation
Supervisors can actively participate in a conversation to provide guidance or resolve a customer issue that may be beyond the capabilities of the agent at that point in time
Virtual conference rooms can be set up by a system administrator The number of participants who can join a conference call is unlimited (as long as trunk lines are available for external callers) Participants in a conference can also conference in other participants
- this option allows your customers to set-up and conduct both internal and external conference calls for their staff, suppliers and customers by dialling into one or more special extension numbers associated with this conference facility. Personal Identification Numbers (PINs) can be applied for additional security.
– This option allows you to easily control the use of available bandwidth within your HSW installation, i.e. introducing a limitation of resource allocation that a specific V-PBX may request so that a particularly active customer on one V-PBX does not impact resource availability for another customer running on another V-PBX.
For example, 8 voice channels would allow the users of a specific V-PBX to participate in 8
simultaneous phone calls with
destinations outside their V-PBX e.g. via the PSTN or with an Internet phone subscriber. Any calls between 'on-site' users of the same V-PBX will stay local without the need for a voice channel – even when these two users are at different physical locations. With this control mechanism you can offer your customers a PBX service with different throughput
characteristics and multiple provider routing capabilities.
– supports Fax transmission and has very similar properties to Voice Channels but provides T.38 protocol support to make transmission of a Fax reliable between all standards compliant fax devices and a fax device within HSW. A Fax Channel is required for each parallel (simultaneous) fax transmission from a SwyxFax Server (in combination with the Swyx Fax Option) within a V-PBX and also for each fax terminal adapter set up at a customer's site to connect a group 3 fax machine.
Features: n n n 12. T.38 Fax Channel Features: n n
Prevents V-PBXs from blocking other V-PBX customers by providing control of maximum assigned bandwidth to each V-PBX within a HSW installation Allow usage of different PSTN and SIP trunks as well as of different providers according to trunk specific routing rules Provide ‘number replacement of subscriber IDs to allow Caller ID presentation according to customer requested rules depending on call destination, trunk type and more
The number of fax channels licensed equates to the number of faxes that can be
simultaneously sent or received ‘off-PBX’ at the same time. When all fax channels of a Customer’s V-PBX are in use, the next incoming/outgoing fax will receive a busy/engaged signal.
nAllows T.38 Fax transport between a gateway and SwyxFax server or to a terminal adapter with a Fax 3 device attached
Data Sheet
Hosted SwyxWare
Technical Fact Sheet
Installation and Administration
n n n n n n n n n n n n n
Tool to import users from Directory Services into Hosted SwyxWare
Automatic server recognition
Automatic service restart in case of error Bulk administration
Configurable self administration for the client (for their own V-PBX only)
Configuration and Administration via Microsoft Management Console or Web based Administration Connection logging and display
Easy creation of new V-PBXs by using HSW Internal ISDN PRI/BRI for data transfer Multi-site support for each V-PBX
Service definition by service feature assignment ("Feature Profiles")
Multi-service capability - multiple services with different capabilities supported in parallel (within a single V-PBX and to individual users)
Multi-trunk (multi-carrier/multi-ITSP) routing
n n n n n n n n n n
Microsoft Windows user or SIP-based authentication Multi gateway support - either Swyx provided ISDN gateways with up to 60 B channels or third party SIP or H.323 Gateways / Softswitch
Multi-level administration with different administration rights
Music on hold per V-PBX with .WAV or .MP3 files SMTP authentication for email accounts
SNMP statistics and traps
Status display via Microsoft Management Console STUN support (Simple Traversal of UDP through NAT firewalls)
Supports SIP trunking with DDI
IP telephones supported: 3rd party SIP-compliant phones, H.323 (version 2) telephones, Swyx DECT handsets, family of Swyx IP systems phones, Swyx SIP phone
Provisioning/Billing
n
n
n
Customer billing based on actual subscribed Services per V-PBX and user
Detailed monthly reports for each configured client to enable customer billing by the Hoster
SPLA agreement (Service Provider License Agreement) between Swyx and Hoster defines royalties for each of "billable feature" in a "pay per use" model
n
n
n
No upfront investment in licenses required as monthly royalty payments are made to Swyx by the service provider only when end user customers are configured to use the hosted service
Single license key allows Service Provider to operate any number of virtual PBXs with all features
Platform Licensing also requires Microsoft Service Provider License Agreement (SPLA)
Key Features of Hosted SwyxWare
Quality Of Service (QOS) / Voice Quality
n n
Line echo compensation (G.165)
Support of QoS Level 2 (802.1pQ) and Level 3 (DiffServ)
n n
Voice compression (including G.729A) Voice encoding - G.711 and G.729A
1
Telephony Functionality for End User Customers
n n n n n n n n n n n n n n n n n n n n n Assistant configuration Automatic redial Blind call transfer
Call deflection (forward ringing calls before pick up) Call forwarding (forward unconditionally, on busy and delayed)
Call hold, pick-up, swap and transfer Call waiting indication
Callback on busy (internal calls) Callback on no reply (internal calls)
Caller list, with date, time and name resolution Default handling of a call that cannot be connected Dialling by block dialling and by overlap sending Dialling from all Windows applications (special support for Microsoft Internet Explorer)
Dialling from Outlook Contacts Dialling of vanity numbers
Different PSTN access codes, e.g. to distinguish business / private calls
Disable lines “Do Not Disturb” DTMF generation
ENUM support (Telephone Number Mapping) Fixed forwarding n n n n n n n n n n n n n n n n n n n n “Follow-Me”
Individual forwarding using call routing Inquiry call
Manager-secretary function Mute microphone
Name dialling from phone book with auto complete Name resolution of dialling numbers
Parallel calls to mobile phones Personal and global phone books Phone book with user status
Programmable function keys with System phones Redial list with date and time
Remote configuration of call forwarding Roaming user profiles
Selection of caller ID for outgoing calls
rd
Shortcuts to activate 3 party applications from SwyxIt! Signalling of availability in phonebook / on speed dials Speed dials
Supervised call transfer
Suppression of own caller ID for external calls
1
Note: Level of telephony functionality is dependent on telephone/audio device used
Data Sheet
Hosted SwyxWare
Technical Fact Sheet
Ease of User and Enhanced Functions
n n n n n n n n n n n n n n n n n n n n n n n n
Advise of Charge (AOC)
Announcement before connection to dialled subscriber Call Details Records
Call forwarding depending on schedule entries in Microsoft Outlook Calendar
Call restrictions for subscribers by Rights Profiles (individual configurable for internal calls only, local calls, long distance calls, international calls or any defined number and number range)
Call Routing Manager
Call signalling for internal and external calls Call signalling via pop-up information Compressed Announcements using MP3 files Conferencing - ad hoc (user initiated) Configurable Least Cost Routing
Configuration of SwyxPhone function keys at SwyxIt! and SwyxPhone
Context sensitive online help Dialling of SIP-URIs
Display of time and date
Drag and drop (e.g. of phone numbers) DTMF support
Extended Retry-Mechanism
Fixed Mobile Convergence (FMC): integration of mobile phones
Function Codes
Generation of Microsoft Outlook Journal entries Group calls
Group signalling
Handset on/off hook support
n n n n n n n n n n n n n n n n n n n n n n n n Hotkeys
Hunt Groups (parallel, sequential, rotary and random) Individual graphical user interfaces (skins)
Intercom (push to talk)
Internal Numbers which can be mapped to certain public PSTN phone numbers
HiFi ringtones for SwyxIt! client
Logging of calls in the Microsoft Outlook Journal Mapping of project numbers to outgoing calls Name resolution from Microsoft Outlook contacts in SwyxIt! client display
Name resolution from Microsoft Outlook contacts with pop-up contact
Number replacement table for external calls Programmable speed dials
Receiving voicemails and fax documents as E-Mail in Microsoft Outlook
Search function within phone book Secondary call signalling, configurable
SIP (Session Initiation Protocol) calls can be made from SwyxWare
Selection of user name at program start up Silent ‘ringing’
Skin editor Sound wizard
Status display for all connections TAPI 2.2 (TSP)
Tip of the Day (on start up)
WAV-player in Microsoft Outlook Preview Pane and in the Mail Form